The Sebastian Vail King Hotel Room

Fantastic staff and awesome Ski Valet. The staff were so welcoming and friendly. It was refreshing compared to most resorts today. The ski valet was fantastic. The staff took care of your skis the minute you arrived and even heated up your ski boots for you overnight. It was a top notch program!

This hotel gets a solid 2 out of 10 for me. We booked through AMEX platinum fine hotels which allows for 12pm check in. We've never not received this early check in at any of our stays in the past 3 years. This hotel couldn't accommodate which was fine, but we were told "we should have you in there quickly" and 3 hours went by with them knowing we had to change/shower/freshen up before our 3pm event. No dice. Took the bell men 15 minutes and an additional phone call to get our luggage brought up once we got into room with 3 minutes to possibly change before our event. They left our truck running out front for 15 mins wasting gas/fumes even though I said they could valet it bc we would walk to our event. I had to go out and ask them to turn it off. They have no milk or cream in the mornings at their tea/coffee station. You have to wait until 7am for the restaurant to open, and walk up heaps of stairs to get milk for their complimentary tea station. We went down there at 6am hoping for coffee/tea, and couldn't drink anything for an hour. We paid $1200 for the night, and it def. wasn't remotely worth the price. Their staff was below average with customer service. Their restaurant at night was average. They need to step it up for what they charge. $50 for resort fee, for what? $50 for valet, to leave my truck running for 15 mins and my having to ask them to turn it off. No thanks on this place.

Our whole experience was extremely underwhelming. From the time we arrived, we did not have hot water (it took about 30-45 minutes to warm up and would only stay warm for about 10 min). No apology and no outreach from any of the staff at any point during our, no nothing except the maintence guy telling us we should "plan our showers". The fridge in our room was so incredibly loud we had to unplug it every night, which also meant sacrificing any leftovers we had that day. We were in a room joined to another room and could hear the other peoples TV as we were going to sleep- no sound barrier at all. It felt like we were in a midwest Holiday Inn at best. No one told us when we checked in about how the ski valet worked or the overnight amenities of base camp, despite us having our skis visibly in hand at arrival. When we asked how to get to the gondola, the front desk said they didn't know. Had to find the on site ski valet and ask him. The guys at Base Camp were the best part of the experience. They were so kind and explained everything clearly. Everyone else seemed like it was their first day on the job and had never worked in customer service. The cold plunge had a dead bird in it for over a day and the hot tub jet only worked half the time. When we checked out, the front desk attendant did not even so much as thank us for staying. The only words he said to us were "do you want a receipt"? I have never had such a bad experience at a "luxury" hotel and will be advising anyone I know traveling to Vail to spend their money elsewhere. Every guest we encountered while at the hotel during our stay had something similar to say.

2nd time staying here and unlikely to do so again. Why?: - insufficient hot water in bathroom (came and went), despite requesting maintenance to attend to it (never received an update) - only one night/3 was turn-down service offered - asked to order hot chocolate to the lobby from in-room dining at 10:02 and were told in-room dining was closed (went to Four Seasons who happily took our $55 for 2 hot chocolates!) - ordered room service and was charged a $5 delivery fee + automatic 21% gratuity - outrageous